Use of smart phone apps in co-creative hotel service innovation: an evidence from India

Shampy Kamboj and Shivam Gupta

Current Issues in Tourism, 2020, vol. 23, issue 3, 323-344

Abstract: This research primarily examines the customer perspective in service innovation in the context of hotel co-creation. Further, present research proposes an extended basic model of technology adoption i.e. technology-based service (TBS) by analysing the impact of customer involvement, need for interaction and degree of co-creation on adoption intention between the hotel guests with the use of smart phone apps. The consequent effect of degree of co-creation on customer satisfaction is also examined. In this study, data were collected from 230 respondents, who were hotel guests in India. Survey method was used to obtain data. Data analysis was done with structure equation modelling (SEM). We find that consumer innovativeness positively and significantly has an effect on customer involvement. The results further reveal that among all antecedents of adoption intention (customer involvement, degree of co-creation and need for interaction), degree of co-creation bears the strongest influence on it and significantly affects customer satisfaction. Additionally, this study found that the degree of co-creation acts as a partial mediator between customer innovativeness and its two outcomes (adoption intention and customer satisfaction). The results will guide hotel managers about the technology adoption for customer co-creative innovation in hotel services.

Date: 2020
References: Add references at CitEc
Citations: View citations in EconPapers (3)

Downloads: (external link)
http://hdl.handle.net/10.1080/13683500.2018.1513459 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:taf:rcitxx:v:23:y:2020:i:3:p:323-344

Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/rcit20

DOI: 10.1080/13683500.2018.1513459

Access Statistics for this article

Current Issues in Tourism is currently edited by Jennifer Tunstall

More articles in Current Issues in Tourism from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().